IT Analyst-Service Desk

Overview

Hyderabad-based IT Service Desk Agent role providing first-line IT support to users across regions and time zones.

What you'll do

• Provide first-line support via phone, email, chat, and an ITSM platform.
• Troubleshoot incidents for hardware, software, printers, Microsoft 365, VPN, and user access.
• Log, categorize, prioritize, and manage tickets in the ITSM tool.
• Resolve incidents and service requests within agreed SLAs.
• Follow SOPs and escalation processes for unresolved or complex issues.
• Maintain clear ticket updates and communicate resolution status to users.

What you'll need

• 2–6 years of experience in an IT service desk or technical support environment.
• Familiarity with ITSM tools such as ServiceNow or similar platforms.
• Experience supporting Windows OS, Microsoft 365, laptops, mobile devices, and remote access tools.
• Strong customer service and communication skills.
• Good troubleshooting and problem-solving capability.
• Attention to detail and organisational skills.

Details

• Onsite (MTIC) work mode in Hyderabad, India.